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Force Touch is not a new idea. BlackBerry experimented with the concept back in 2008, and a few Android phone makers also examined the possibility of using Force Touch on their products. In fact, Force Touch support has been a part of Android for years; it was introduced in Android 1.0.

I can never say enough how much I appreciate all the support from the people on Patreon and all of you who watch my videos! I like to do video chats with my Patreon community and give them the most up-to-date updates from the trail, but since I think other people may have some of the same questions I still want to share some of the information from these Q&A’s with everyone. So as my regular CDT episodes catch up, I’ll post an edited version of each Q&A publicly on Youtube just like I did from the PCT.

It can be difficult to find reliable WIFI from the trail, but I hope to do these more in the near future. If you want to participate in the next Q&A head over to http://patreon.com/homemadewanderlust. Every patron, no matter how much you pledge will have access to all these Q&A’s, and I will try to give as much notice as possible before they start. Hope you enjoy and thank you again so much for watching this channel!

If you’d rather not sit through the whole video I made a little table of contents below so you can click through the topics that interest you.

Table of Contents:

01:53 – How is the start of the CDT compared to the PCT?
03:20 – Navigation on the CDT
05:09 – How is Aaron doing with the high mileage?
06:19 – What are the nighttime temps?
08:38 – Did you dehydrate any meals before the trip?
09:29 – Are you glad you didn’t bring your dog?
10:19 – Do you have your trail legs?
11:24 – Have you seen any more thru-hikers?
12:50 – Any changes to the food you love or hate?
14:27 – How is your new stove working out?
15:31 – Have you seen any venomous snakes?
16:25 – Who is getting all the footage?
17:29 – Which Moment lenses are you using?
19:29 – Luxury items
20:52 – Lone Peak 3.5
23:08 – Trekking poles
23:22 – Wildlife
24:08 – How do you break up your mileage each day?
25:54 – Smart Water bottles
26:29 – Have you had more type 1 or type 2 fun so far?
32:07 – Will you hike the NCT?
33:47 – How much desert hiking do you have left?
34:35 – Camera mic
35:31 – Water caches
36:19 – Do you miss your camp shoes?
37:22 – Hiker hunger

Understanding the value of the omnichannel experience is one thing, but successfully implementing it? Well, that’s something else entirely. However, if you’re unsure how to begin, rest assured that there’s a tried and true method to getting there and providing the kind of experience customers demand.

To ensure it got it right, Sasquatch formed a thoughtful plan, one that focused on a trio of key elements: planning, people, and technology.

Strategic planning

Because Sasquatch knew the reality—most customers expect a seamless support experience across channels and think companies need to focus on that outcome—its leadership decided to focus first on understanding the scale and complexity of its support requests.

For example, when Marisa needed to find a sleeping bag on short notice, the low complexity/high urgency request naturally fit Sasquatch’s chat channel. However, when she requested that the company find it in stock at a brick-and-mortar store along the way to Joshua Tree, the interaction became more complex—which meant that the phone channel would make more sense.

As part of this first stage of implementing omnichannel, Sasquatch decided to push customers with simple issues towards less costly channels such as self-service and online forms. To do that, Sasquatch embedded a web widget on its site and mobile app to help drive these customers to its knowledge center.

Meanwhile, Sasquatch also considered ways to proactively reach out to high-value customers like Marisa to build and maintain relationships. Its chat channel, which is embedded in its shopping cart page, ensures that its customers not only abandon purchases less often but also gives agents the opportunity to upsell.

Sasquatch has also embedded live chat on its shopping cart page, ensuring customers not only abandon purchases less often but also giving agents the opportunity to upsell. This proactive outreach has helped address questions by valued customers in time of need, quickly and easily.

People and process

Once Sasquatch finished its plan for omnichannel, it began the next step: setting up agents for success and getting the process right. In an omnichannel experience, it’s common for customers to interact with more than one agent as they move across channels, so Sasquatch knew that every support employee needed the following:

Access to the customer’s profile
A view of past conversations the customer had
What the customer was doing before reaching out

Sasquatch also needed to decide how it would handle channel assignments for its agents—would it choose a shared model, in which agents handle multiple channels, or a dedicated model, where support employees focus on say, email or chat?

In Sasquatch’s case, its large customer base made it natural to gravitate toward a dedicated model, which had some key benefits for the company: it allowed for the creation of specialists and helped its large support organization work more efficiently. However, if Sasquatch had been a startup, it may have moved toward a shared model, which plays to the strengths of smaller, agile teams.

Get the right technology

Finally, Sasquatch was ready to choose the technology that would power its omnichannel experience. The company’s leadership understood that the software not only needed to provide a seamless channel-to-channel experience for its customers, it must offer agents a unified interface with simplified workflows and context (the ability to view all open tickets, see customer contact preferences, make calls directly from the dashboard, start chat sessions, and review all channels a customer has used).

Beyond that, Sasquatch knew it needed advanced functionality for its administrators: robust analytics and reporting options, platform stability, and the ability to customize workflows. Once the outdoor equipment company had this final piece in place, it was ready to give customers like Marisa what they demand: a seamless support experience anywhere, anytime.

The Unreal Engine is known for powering plenty of games on the Nintendo Switch. With this in mind, Epic has just released version 4.20 of the Unreal Engine. This iteration “significantly” improves Nintendo Switch development with performance and memory enhancements. The technical rundown is below:

Support for Dynamic Resolution and Temporal UpsamplingLow Latency Frame Syncing for Controller InputSignificant CPU Rendering OptimizationsImprovements to ThreadingBetter Texture CompressionSupport for Memory ProfilingBackbuffer support for 1080p while in docked modeAnd many other fixes!

It’s great to see Epic continuing its support for Nintendo’s platform and we can only hope this makes games that utilise the Unreal Engine perform even better in the future.

DISCLAIMER: In the video description it contains affiliate links, that means if you click on one of the product links, I’ll receive a small commission. This support my channel and allows me to continue to make videos. Thank you for the support!

When it comes to being a successful seller on Amazon, fast customer support is vital. An efficient strategy can help reduce the number of returns, improve your team’s overall performance and even increase a customer’s lifetime value.

The value of speed and how to improve your response time
How to boost sales with an effective support strategy
How to create effective support templates

xSellco: Hello everyone! Welcome to another xSellco webinar, co-hosted today with our friend Chad Rubin from Skubana, and we’re going to discuss the need for speed when it comes to customer service on Amazon. We’ll be going over five tried-and-true tactics that will not only boost your efficiency on Amazon but also your sales.

Since we’re talking about the need for speed in customer service, I’d like to start off today with a question.

We’ll be covering three main areas today. After we give you a brief background on xSellco and Skubana, we’ll look at some key metrics around customer service on Amazon, before moving on to five simple solutions that will speed up your response times and Chad will also talk us through six customer support templates that actually get results. We’ll also talk a little bit about xSellco’s integration with Skubana and how that kind of connectivity and automation can really improve your operations.

And the answer is A, 12 hours. This stat comes from a 2018 study from SuperOffice, which found that a majority of companies are failing to meet customer expectations when it comes to how quickly they respond to messages from customers. And that’s a problem because consumers today are so connected that 64 percent of them expect companies to respond to and interact with them in real time.

Amazon sellers especially need to be on top of their support game. As I’m sure you’re aware, Amazon is a customer-centric company and providing a great customer experience is hugely important to Amazon’s performance metrics and to winning the Buy Box.

First up, meeting Amazon’s target response time. As we already said, Amazon requires sellers to respond to 90% of buyer messages within 24 hours—even on weekends and holidays. And generally, customers who receive responses within 12 hours are more satisfied with their support experience.

xSellco: One way to improve your response times on Amazon is to invest in an e-commerce help desk that gives you a 360-degree view of every customer’s transaction. When you can see product and order details, delivery information and any previous communication right there within each message, you don’t have to waste any time digging for that information and can respond faster.

Repetitive customer questions can also affect your efficiency on Amazon. They’re a common problem for customer support teams and anyone asked the same question over and over will eventually respond impatiently—or not at all. According to our data here at xSellco, the most common tickets our clients receive are product questions and delivery questions.

But just because you receive the same question over and over doesn’t mean you have to type out the reply over and over. You can use saved replies or templates to help speed up your response time. Here at xSellco, we’ve found that when our clients use at least five templates, they cut their response times in half.

I’m now going to pass it over to Chad who’s going to talk us through some templates and auto-replies that he uses and has seen great success with.

Same thing for “How do I return my order?” We actually have an automated return process. We’ll always return people’s money, no matter what. Amazon is so customer-focused, they are always going to side with the customer. So you’re better off just accepting the return straight away.

This is where you go in, enter your email address and go through the return process. We have Pay On Use return labels, which by the way you can do on Skubana, which means you only pay for the return label once it enters the postage system. There’s a lot of return fraud that happens, where someone says “This didn’t fit, please give me a refund and I’ll send it back” and then they never send it back to you. In Skubana, there’s a whole operational process of accountability where you can track those returns. You only pay for the label when someone gets up and returns it.

Chad: Another template here. Again, this is a question that is constantly coming up. We personalize it, we automate it. If you think about it, every tab you have open, with every keystroke your employee makes, it’s costing you money. So, how can you speed things up? Automate it and have your team working on other high-value activities.

These are all very standard. If you perchance oversold something, if you’re selling thousands of it a day. That won’t happen if you have Skubana, but if it does this is the kind of template you can use.

This one is in response to people asking for a lower price. It’s a standard question that comes up for us. We can actually go back into Skubana to see the lifetime value of that customer. You can see who is your biggest FBA customer and see who’s spending the money with you on FBA. And sometimes we actually do offer a discounted price, so it just depends on the person, how many purchases they’ve made, is it a person or is it a business or a not-for-profit?

This was something I actually read in a book called “Tools of Titans” by Tim Ferris. It was an interview with a guy from CD Baby. He started a used CD company. He’s actually a really good speaker. This is his confirmation email for purchases and it went viral. People love it. It’s creating that humanized element that I think is missing in a lot of these interactions. It curates a really good response and it resonates well with you. If you can just add some personality to your follow-up emails and your emails, in general, it will go a really long way.

What Skubana does and what xSellco does, combined, is create that experience after the checkout to ensure you’re delighting the customer. Something to keep in mind as we continue this webinar.

xSellco: Especially as order confirmation emails can be so bland and robotic. Adding some personality, like CD Baby did, people are going to remember that.

We have some questions Chad, and maybe you’ll be able to answer them. One asks, “If a buyer files a return request with return reason ‘inaccurate description’ but the description is accurate, should we send them a message and ask them to tell us what is the inaccurate part of our listing”?

Chad: Yeah, I would. Get to the root issue of what about it is inaccurate. And you should create a template for that, just asking “Hey, what’s inaccurate?” If you’re getting that all the time, I recommend you go ahead and try to fix it.

xSellco: Someone else says “There are times when tracking numbers show packages as delivered before they actually arrive. When customers message you about this, how do you answer them and do you have a sample template for this?”

Chad: I would come up with a sample template for this. As it’s a living thing, as people respond to it, you’re going to want to improve it and build on it.

And if your multichannel customer service strategy isn’t up to scratch, you might have to juggle multiple accounts and logins to keep track of tickets on every channel, which is not only time-consuming, it can also impact your response times.

On top of that, messages are more likely to slip through the cracks when support agents are overwhelmed.

Our integration with Skubana actually kicks that efficiency up a notch. By connecting your Helpdesk and Skubana accounts, you can quickly find an order ID, order details or access a specific product invoice in your xSellco dashboard. The example seen here was attached to a support ticket that one of our shared clients recently received from a customer who wanted to know when his order would be delivered. As you can see, all the necessary information the support team needed to send a reply was at their fingertips.

Chad: I want to point out that the integration between xSellco and Skubana is completely free. And another thing, is the more information your customer support team has at their disposal, the fewer clicks, the fewer tabs open, the more efficient they can be. For the first time, every piece of information you could possibly want is on one page, including the tracking number.

xSellco: Exactly. You receive a query, you open it up and if the issue is “Where’s my order” you can see straight away when the order was sent, payment received, delivery method, when it’s expected to arrive, even the shipping fee, it’s all right there. It’s so quick and easy for your support agents to respond.

xSellco: Chad is going to talk us through the next couple of slides and what he discovered.

Chad: Amazon actually expects your customer support team to respond in the native language. Here’s a performance violation from Amazon Italy. We didn’t have standard operating processes around this, that when you get an email from someone in another country you have to respond back in their own language. It was something we had neglected.

If you look at the next slide, you’ll see we translated it and number one, we needed to comply. Number two, it’s so time-consuming to go to Google Translate. One of the reasons I love xSellco is that it unifies everything, you don’t need to have more and more tabs open.

xSellco: Thanks Chad. So while you could hire a bunch of multilingual support agents, there is an easier way. Many sellers handle language requirements through a mix of Amazon’s translation support and external translation providers. Here at xSellco, our Helpdesk software has a built-in auto-translation feature. So if you receive a message from a customer in, say, Germany, but you don’t speak German, xSellco will translate that incoming message into the language that you speak so you can understand and respond to your customer’s query and your response will then be translated into the customer’s language before it’s sent. That way you’re fulfilling Amazon’s requirement to provide support in a marketplace’s local language.

We’ve already discussed automated and saved replies and how useful they can be in speeding up your responses, but meeting your target response times is useless if you’re not fulfilling your customer’s expectations around the support experience.

Yes, they want instant answers, especially for time-sensitive issues, but they also want to be treated like a human being. And auto-replies, when used incorrectly, can end up sounding cold, robotic and unfriendly. Like you’re just another number in a queue.

Look at this email that I received. You think “Oh great, they’ve gotten back to me so fast” and then you see it’s an auto-response and they’re not actually going to respond for another few days.

This is unfortunate because personalized emails actually deliver 6 times higher transaction rates than generic ones.

But of course, it’s not possible to write a personalized reply to every message because that’s time-consuming. And if you’re receiving a large volume of messages and trying to type out a reply to each and every one, you run the risk of rushing those responses and making mistakes.

So if you want to increase customer satisfaction, you should be addressing your customers by name. Most email marketing software offers you the ability to insert your customer’s first name but it’s worth taking the time to insert as many custom variables as you can in order to make sure the email comes across as personalized as possible. If you’re using help desk software like xSellco Helpdesk you can even insert certain details pertaining to that customer’s order, such as their delivery address and their expected delivery date. You can set as many conditions as you need to make the template appropriate to certain common queries.

Chad: What other variables can you use with xSellco?

xSellco: There’s a number of ones that are pre-built and included straightaway, like name order date and so on. But you can also create your own custom variables, depending on what your business is and what you sell and to what extent you want to personalize those emails. It’s up to you. Sizes, languages, currency. All those things you can add in. You can set the conditions to make the template as appropriate as you need.

And that brings us to the end of our presentation. Just to quickly recap, we explained how to prioritize tickets based on urgency, how to shorten your response times with saved replies, why you should invest in software that streamlines your operations if you’re a multichannel seller, how auto-translate can help you speak any customer’s language and lastly, how personalizing customer communication will increase loyalty.

Chad: I think we covered it, but this whole presentation us about how you can be more efficient with your processes, how can you automate mundane and repetitive tasks with the click of a button? And how can you wow customers so they go above and beyond for you.

xSellco: All right, I’d like to open it up to questions from the floor for the rest of the time that we have today. “Chad, does responding to feedback help your score on Amazon? Sometimes there is an explanation for a customer’s comments. We respond in public so that other customers can see the reason behind our decisions. Does Amazon consider this at all”?

Chad: Great question. First of all, if you’re going through a dispute on Amazon it’s good to have all that as proof. It helps to document the situation. As regards the question, if you’re a re-seller and you’re competing for the Buy Box, I would say that [responding to feedback] helps you because Amazon can see that you’re responding and that you have policies in place. Amazon is going to reward you with the Buy Box. So, for sure, it can’t hurt you. And again, I’m all about going above and beyond. If you’re doing that and others aren’t, I would consider that a competitive advantage.

4k, 8k, HDR … technology is developing rapidly – and so is time lapse and timelapse production. Which city could better fit as a place for that technical demo, if not Big Apple – New York 4k. The video shows the city in one of its less frenetic times of the year – around Christmas – but this city never sleeps.

Enjoy our first technical preview of a series of ultra high definition clips in more than 4k HDR. Your TV set has to support 4k HDR and the Youtube App on it must support HDR-delivery. At the moment the best way is Googles Chromecast Ultra.

This 8k timelapse was produced with cameras with more than 42 Megapixels and enough dynamic range to produce REAL High Dynamic Range – HDR – footage.

The next journey already started (oh, to be honest, it started a year ago and is now in postproduction …) and we will come back soon with another 8k HDR adventure.

Thanks for the fantastic soundtrack and mix to Kriz Mental for this 8K / 4K / UHD timelapse. Thanks to Alex for the title design and for polishing the graphics for this time lapse again. Thanks to Stef for her support to realize this New York 4k timelapse.

Many thanks to all of you for supporting this project – not with money – but for building such great hard- and software! Thanks to @emotimo and @dynamicperception for your great time-lapse tools and especially LR Timelapse for postproduction. Final editing with Adobe Premiere Pro and 8k HDR Grading with Blackmagic Design DaVinci Resolve. Title design with Adobe After Effects.

Since we launched Vidyard GoVideo (Formerly ViewedIt), a webcam and screen recording tool, in October of last year, our amazing community (that’s you!) has made more than 200,000 videos using the product.

We’ve been really impressed with all the different ways you have been using Vidyard GoVideo and the diversity of ideas you’ve brought forward.

But what good is it if we just keep these ideas to ourselves? We want to highlight some of the most interesting use cases we’ve discovered so far to spark your own inspiration to create great videos using Vidyard GoVideo.

To those of you just getting started with Vidyard GoVideo, we hope this post serves as an inspiration and a reference guide! To those of you whose videos we’re showcasing, thanks for being so generous to share your work with the community.

6 Great Examples of Vidyard GoVideo

Check out the first six examples with videos from our community!

1. Sales – make personalized tutorials for prospects

Eric Martin is a Senior BDR at DataFox. He is responsible for prospecting into strategic accounts, and also for organizing their monthly Sales Operations meetups in San Francisco.

Eric uses Vidyard GoVideo to make video tutorials who are currently using the DataFox trial. Eric explained that “the videos are custom to each rep, take us no more than a few minutes to make and include in our follow up, and have been incredibly well received so far.”

Vero Donelle is a Market Outreach Specialist at Alongside. Vero frequently reaches out to HR professionals and hiring teams to chat about how they can help them streamline their processes, saving time and cutting hiring costs (all while improving their application experience for job seekers).

When we chatted with Vero, she explained that she uses Vidyard GoVideo to onboard customers and give quick walkthroughs or clarify features. “I use GoVideo to show customers how they and their team can make the most out of our platform. Offering a visual explanation in a video, instead of bullet points in an email, makes customers way more likely to engage and want to work ‘alongside’ us!”

Tim uses GoVideo to supplement email instructions and to provide clients with brief video tutorials. “GoVideo has proven to be a time-saver. Instead of typing a detailed email on the process of performing a given task, I can now provide clients with a personalized, visual, walkthrough. Typically in under 3 minutes.”

Chad Whitaker is a Product Designer at Product Hunt. Product Hunt curates the best new products, every day.

Chad creates videos to show new designs or prototypes he’s working on because “being able to send a video walkthrough to the team of a design or prototype can completely cut out an inessential meeting. A tool like Vidyard GoVideo eliminates the hassle of recording, editing, converting, and uploading.”

Check out Chad’s most recent team update:

5. Education – equip students with tools that create a better learning experience

Luke’s use of GoVideo was an unexpected one for us – but definitely a great example! He encouraged students to share their literary essays and create presentations with other students virtually using video. “They watched presentations and were able to comment on their work in Google Classroom. Students have been using the tool at home to create more content. It is a great tool for a 21st century classroom.”

Tina has been seeking new, innovative ways to personalize and differentiate learning for her students and fellow educators. “I create quick, instructional videos with a touch of a button and then easily post and share the link in my Google Classroom, website, or email. ”

Check out Tina’s example:

14 Other Ways to Use Vidyard GoVideo Videos

We’ve also heard of other ways our community is using GoVideo. If you have GoVideo examples for these, email me and we’ll add them in to this post!

7. Sales – stand out in the inbox with video prospecting

Create unique videos for each prospect and stand out in their inbox. You’ll see a 5x higher open rate and an 8x higher reply rate. Check out these three examples of our own sales reps using GoVideo in their sales process.

8. Sales – keep a consistent cadence with video

Reach out to your key accounts on a regular basis with a summary of a recent piece of content your team created and a quick hello. You’ll even be able to see if your account watched the video and if they passed it around for others in their organization to watch, too.

9. Sales Enablement – equip your team with knowledge

Deliver and track internal and external content like sales training, product training, and certifications. Bonus: you’ll be able to track video viewership and know who’s watched what, and what content resonates most!

10. Customer Support – resolve issues faster with video

Today’s customers expect to find answers and get support on their terms. Use GoVideo to record videos quickly and easily and deliver faster, smarter, more personalized customer support.

Thank your customers for doing business with you, congratulate them on important milestones or simply say hi. They will appreciate the personal touch! This is especially useful if you can’t be there in person.

12. Solutions Consultants – create amazing product demos

You’re spending a lot of time making product demos for customers and the sales team. Let GoVideo make your life easier by allowing you to record at the click of one button and share through email instantly!

13. Marketing – share launch details with your organization

Get your entire organization up-to-speed on what you’ve been working on! Create a short 60-90 second video on the launch day for a new campaign or product and email it to your entire organization so the team knows what’s going on and can help support and share.

14. PR – tell better stories

If you’re not using GoVideo or video, generally to pitch media, you’re missing out. There’s no better way to explain something complex, stand out with video in the inbox, and tell a great story. Check out how Rebekah Iliff from AirPR uses this approach!

15. Event Organizers – make event invitations and follow-up more fun and personal

16. Product Managers – communicate product updates and new features to your users

Show off your latest features to your user community with fun and engaging videos! These are practically guaranteed to result in higher click-throughs, increase new feature adoption and help you build a stronger relationship with your users.

17. QA – communicate effectively and save time

Whenever you come across a bug, or something that doesn’t seem to be working quite right, use GoVideo to document an issue instead of writing out all the steps. Development teams appreciate seeing the full visual process of bug reproduction and love receiving GoVideo videos!

18. Internal Communications – engage your employees

Use Vidyard GoVideo to share vital information with your team in a format that you know will get attention. Share last month’s numbers, organizational changes, or even something like a change to employee benefits.

19. Employee Onboarding – offer a warm welcome to your new hires

Show your new team members how excited you are about them joining the team by creating a personal welcome video for them. A personal welcome will make them even more excited about their first day. Bonus: share tutorials describing anything they will need to know on their first week!

20. Remote Teams – communicate better across time zones

Use GoVideo to communicate effectively across offices and time zones. A quick video can save a meeting, offer an easier way to explain a complex topic or idea, and prevent costly miscommunications that might happen through a text-based medium.

Now it’s your turn to share what videos you’re making with GoVideo. Send me a video introducing yourself and sharing how you’re using GoVideo to daryna.kulya@vidyard.com. The best submissions will be added to this post!

Not using Vidyard GoVideo yet? Get it for Chrome now, it’s free! Or discover how GoVideo can work together with the Vidyard platform here.

It now seems certain that Intel’s 8-core Coffee Lake i9 will be backwards compatible with existing Z370 motherboards. MSI was busy last week delivering updated BIOS files for its current high-end boards in order to ready them for the Intel Coffee Lake refresh, and Asus has also dropped a host of new BIOS updates too.

Someone has now dug into the microcode for the 1602 update for the Asus TUF 370-Pro Gaming and has found built-in support for the CPU ID known to be linked to the new Coffee Lake 8-core processor. The 906EC ID was found in a previous defect fix doc relating to Intel’s XTU software.

Intel has already confirmed that it will have a host of new processors dropping into our gaming motherboards soon – and we’re expecting an Intel i9 to be one of them – though it is still being rather coy about them. But that lack of consistent messaging from Intel hasn’t stopped MSI from listed a host of new BIOS updates for its existing Z370 motherboards with the single description “Support New Generation CPU!”

We were quite hopeful that was referencing the Intel i9 octa-core processor we’ve been waiting for since AMD unleashed its second-gen Ryzen chips. And thanks to some enterprising digging into the Asus BIOS update, dug up by Expreview, we now know that the 8-core Coffee Lake chips will be supported by the Z370 boards.